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Salesforce Announces Service Cloud Einstein and Amazon Connect Integration

Building on the companies’ strategic alliance, AWS will integrate its new Amazon Connect with Salesforce Service Cloud Einstein, the world’s #1 intelligent customer service platform, to help service organizations provide world-class customer service experiences and drive new levels of agent productivity

SAN FRANCISCO—March 28, 2017—Salesforce (NYSE: CRM), the world’s #1 CRM company and Intelligent Customer Success Platform, today announced that it is collaborating with Amazon Web Services (AWS) to integrate Service Cloud Einstein with Amazon Connect, its new cloud-based contact center service. Today’s announcement extends the global strategic alliance between AWS and Salesforce that helps simplify and expand how customers capture, analyze and take action on data.

Service Cloud Einstein, the world’s #1 intelligent customer service platform, enables companies to transform the customer experience with smart customer service conversations across every channel. By integrating Amazon Connect with Service Cloud Einstein, companies will be able to easily set up and manage a customer contact center in minutes and then fully connect it to service case histories and CRM data across sales, commerce, marketing and more. Now every service employee will get smarter and have access to the insights needed to resolve any service issue quickly and efficiently to deliver a connected, personalized customer experience.

Comments on the News
“Salesforce and AWS both believe that customer relationships are a business’ most important asset,” said Terry Wise, Vice President of the Worldwide Partner Ecosystem, Amazon Web Services, Inc. “Amazon Connect and Salesforce Service Cloud Einstein are a natural fit because they’re both focused on helping businesses create more intelligent and personalized interactions with their customers.”

“Salesforce is thrilled to extend its strategic alliance with AWS by bringing together the world’s #1 intelligent customer service platform with Amazon Connect,” said Ryan Aytay, EVP of Strategic Alliances, Salesforce. “Customer service is increasingly the #1 differentiator for companies. With Service Cloud Einstein and Amazon Connect, companies can create a more intelligent, connected call center complete with CRM quickly.”

AWS and Salesforce Global Strategic Alliance
The companies’ global strategic alliance helps simplify and expand how customers capture, analyze and take action on data with five service integrations. AWS and Salesforce are building integrations that will connect the Salesforce Platform with Amazon AppStream 2.0, AWS IoT, Amazon Redshift, Alexa and Amazon Virtual Private Cloud (Amazon VPC). Many Salesforce services, including Heroku, Marketing Cloud Social Studio, SalesforceIQ and the Salesforce IoT Cloud run on AWS infrastructure. And earlier this year, Salesforce announced it will leverage AWS public cloud infrastructure to support its growing customer base in Canada and Australia with new locally-based instances as an option for its core services, which is expected to be generally available in 2017. In addition, Amazon has chosen Salesforce as its company-wide customer platform.

Additional Information
• For more information about our strategic alliance with AWS, please visit:
• To learn more about Service Cloud Einstein, please visit:
• Discover how Service Cloud can help companies deliver personalized service to their customers via Trailhead:

Pricing and Availability
• The Amazon Connect integration with Salesforce Service Cloud Einstein is expected to be generally available in the Salesforce AppExchange by mid-2017 or earlier. Pricing will be announced at the time of general availability.

About Salesforce

Salesforce empowers companies of every size and industry to connect with their customers in a whole new way through the power of AI + data + CRM. For more information about Salesforce (NYSE: CRM), visit:

Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase Salesforce applications should make their purchase decisions based upon features that are currently available. Salesforce has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol "CRM." For more information please visit, or call 1-800-NO-SOFTWARE.


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